Personal support, from your first day

What personal support is

Personal support means individual accompaniment: one manager assigned to your account from the first call, backed by the London support team. The format is deliberate. A platform of settings, strategies and reports has genuine questions attached to all three, and answering them in the context of your account, rather than in generic help text, is faster for you and more honest for us.

Your manager's role is guidance, not pressure. They explain what settings mean, configure them with you, review results with you and help with the practical steps of deposits and withdrawals. They do not decide your risk tolerance, and any recommendation-shaped conversation stays anchored to what you said you wanted. If you ever feel otherwise, the Complaints page is the counterweight.

Advantages

Individual service: your history, settings and preferences are known to the person answering, so you never restart a story from the beginning. Help with activation: verification, first deposit and first strategy configuration happen with a guide rather than a manual. Fast answers: most questions resolve in the first exchange, and anything that cannot be is routed with context attached.

Personalised information: reports and market notes explained at the depth you want, from "the number at the bottom" to "why this strategy reduced exposure that week". And continuous support: the accompaniment does not expire after month one; reviews and adjustments continue for as long as you use the platform.

What your manager can help with

Account activation: completing verification, understanding the AML/KYC requirements, and getting the account live. First steps: walking the dashboard, understanding strategies, reading the first report. Using the platform: settings, alerts, the simulator if your plan includes one, and the audit history. Deposits and withdrawals: choosing the payment method, confirming details, tracing a transfer that is taking longer than stated. Updating your details: address changes, name changes, new bank accounts, done with the security confirmations the Security page describes. And questions about functions: anything on any page of this site, explained in the context of your account.

Who this suits

Beginners, overwhelmingly: someone who has never verified an account, funded it or read a market report benefits most from having the same person available through all three. Experienced users who would rather spend their attention on markets than on administration. And anyone who has left a "premium" service elsewhere wondering who exactly was assigned to them; here the answer arrives by name, on the phone, within 24 hours of registering.

Support channels

Email: [email protected], for everything from a quick question to a formal complaint, with replies usually within one working hour during support hours. Callback: request one through your manager or in any email, for conversations that are faster spoken than typed. Your personal manager: the direct line for account-specific matters, known to you by name from the first call. And the help resources: this site's Learn section, Getting started, Crypto basics, FAQ and Articles, written to answer the recurring questions before they need a person.

Hours of operation

Support operates Monday to Friday, 9:00–17:30 GMT, excluding public holidays, with replies usually within one working hour of your message. Crypto markets keep their own schedule around the clock; support hours are the hours a person answers, and anything received outside them is queued in order for the next working morning.

Deposits, withdrawals and support questions

Payment questions are among the most common your manager handles: which method suits a first deposit (Faster Payments and debit card are instant and free; bank wire suits larger amounts, arriving within one to three business days), how withdrawal destinations work (verified accounts in your own name, free of platform charges, one to three business days for transfers), and what to do when a transfer is taking longer than stated (write, with date and amount, and it gets traced).

The same conversations cover the surrounding paperwork: when verification applies, why a withdrawal destination change waits for a security confirmation, and how the audit history shows what was done and when. Nothing in this paragraph is a special service; it is what every account includes.

Frequently asked questions

How soon does a manager contact me? Within 24 hours of registering, usually sooner; the call comes to the number on the form.

Is support really included for beginners? Yes; if anything, beginners are the point of it. No question about the platform is treated as too basic.

Can my manager help with platform questions? Settings, reports, strategies, alerts, the audit history: all of it, in the context of your account.

What about deposits and withdrawals? Choosing methods, confirming details, tracing transfers: routine work for your manager, with the full rules on the Deposit and withdrawal methods page.

How do I reach support the fastest way? Email [email protected] during support hours, with your question and any relevant dates; replies usually arrive within one working hour.

Can I change managers? Yes, on request, without giving a reason; write to the support address and the handover includes your account history.

A closing word

Support is the part of this platform least likely to appear in an advert and most likely to decide your experience of it. It is staffed, named and accountable, and the first conversation costs you nothing but the form.